Who led the digital transformation of your company ?
Not so far from reality…
But it’s definitely been an accelerator. As a consequence, customer success organizations have never been that exposed, being on the front lines with customers, helping them navigate through these unprecedented challenging times.
And the results speak by themselves : adoption scores are at the highest levels and the online engagements have just skyrocketed as we can observe in many successful SaaS companies globally.
However, CS needs to stay cautious. With ongoing crisis and shift in priorities, it’s even more vital to stay engaged, lead value-driven conversations and secure revenues.
As customer experience is the #1 differentiator today more than ever, it’s clear that the organizations who will survive will be those putting their customers first in every single interaction – which highlights again the critical role of Customer Success.